Hospital & Patient Services Specialist

About the Role

This role is onsite at Long Beach Memorial Hospital. The position utilizes knowledge of dialysis admissions processes within a defined market to assess and facilitate the transition of hospital in-patient dialysis patients into an outpatient end stage renal disease (ESRD) facility. The role contributes to decreasing the length and number of hospital stays by applying knowledge of ESRD locations and their specific admissions protocols to ensure appropriate discharge placement services for ESRD patients. Per the specific contract with the hospital, this may include assessing patient need for other outpatient services and collaborating with service providers and practitioners. The position involves maintaining communication with renal patients, physicians, discharge planners, hospital staff, community resources, and educational professionals to ensure service satisfaction. Additionally, the role develops and maintains data for metric and performance reporting to the hospitals serviced and FMS Management.

Responsibilities

• Leverage knowledge of outpatient dialysis services provided by renal providers in the market area to advise and assist hospitalized renal patients, hospital staff, and discharge planners in identifying, organizing, and coordinating services to meet patient needs.
• Facilitate the placement of in-patient dialysis patients into outpatient settings by:
  • Using knowledge of dialysis facilities and modalities offered within the assigned market to provide patients with choices and recommendations.
  • Coordinating with patients and discharge planners to identify appropriate placement based on patient preferences, physician orders, and facility capacity.
  • Working closely with hospital staff and contractors to ensure hospital directives, patient requests, and physician orders are addressed.
  • Collaborating with outpatient dialysis staff and hospital staff to resolve placement issues.
• Focus on decreasing the length and number of hospital stays by:
  • Determining the type of placement needed (e.g., in-center, nocturnal, or home dialysis).
  • Establishing the need for vascular access assessment and placement.
  • Intervening early in the hospital admission process to arrange nephrology consults and needed services.
• Assess the needs of the hospital for other outpatient services and facilitate their provision, including renal education, therapy selection, access selection, and insurance/financial education.
• Address customer service issues and complaints, initiating and coordinating interventions and action plans.
• Maintain knowledge of admissions processes and community support services to ensure timely facilitation of outpatient dialysis services.
• Collaborate with hospital representatives to obtain necessary discharge information and assess records for content related to discharge coordination.
• Collect and maintain a database of metrics, perform trend analyses, and provide reports to hospital and FMS management for process improvement. Metrics include:
  • Statistics related to program performance (e.g., discharges to Fresenius vs. non-Fresenius locations, delays, readmission rates, length of stay).
  • Market changes impacting outpatient placement and education services (e.g., new/closing providers, revised admission requirements).
• Participate in regular meetings with hospital management to ascertain satisfaction with the program and service levels.
• Identify and address concerns related to outpatient placement service levels and develop action plans for process improvements.
• Collaborate with education and community resources to introduce and educate patients, hospital staff, and contractors on renal education as defined by the contract.
• May educate patients directly if qualifications meet education criteria.
• May perform Patient Services Specialist duties during low census periods within acute programs.
• Review and comply with the Code of Business Conduct and applicable company policies, laws, and regulations.
• Escalate issues to supervisor/manager as necessary and assist with various projects as assigned.

Requirements

• Bachelor’s Degree required (concentration in Business, Marketing, or Social Work preferred). Alternatives include:
  • RN or LVN/LPN Degree with a minimum of 3 years of experience in discharge planning.
  • Associate Degree plus 6+ years of healthcare, sales, or marketing experience.
  • High School Diploma plus 10+ years of healthcare, sales, or marketing experience.
• 2–5 years of related experience with a Bachelor’s Degree; or Master’s degree with no experience; or equivalent directly related education and work experience.
• Prior experience with discharge facilitation preferred.
• Excellent oral and written communication skills.
• Detail-oriented with strong customer service, organizational, time management, and interpersonal skills.
• Professional appearance and ability to develop productive relationships.
• Proficiency in Microsoft Office applications and ability to learn new IT systems.
• Completion of and compliance with Marketing and Business Development Functional Compliance Program, Privacy and Security Program, and overall Compliance Program.
• Ability to adapt to change and support new policies and procedures.

Physical Demands and Working Conditions

• Significant periods of standing and walking between various hospital departments and patient care floors.
• Potential for travel between hospital settings, particularly if covering multiple hospitals or performing Patient Services Specialist duties.
• Travel to regional, Business Unit, and Corporate meetings may be required.

Pay

Annual rate: $64,000.00 - $85,000.00 (non-bonus eligible).

Benefits

• Comprehensive benefits package including medical, dental, and vision insurance.
• 401(k) with company match.
• Paid time off and parental leave.